Platinum Support Account Manager - Lead

Sprinklr

2 - 7 years

9 - 13 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

telecom networking customer support customer relationship account management troubleshooting microsoft cisco technical support crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Serve as the technical voice of the customer and advocate internally for client needs.
Lead case reviews and regular account check-ins to discuss ticket trends, release readiness, and ongoing product improvements.
Closely track and manage customer cases, ensuring adherence to SLAs and quick resolution of issues.
Own and resolve client-specific platform issues without engineering intervention whenever possible.
Provide proactive communication on product updates, best practices, and feature releases.
Partner with Customer Success, Sales, and Services teams to align on strategy and deliver seamless support.
Act as the primary escalation point and participate in critical bridge calls and incident response.

Contact Center Expertise

Support Voice and Non-Voice Contact Center solutions such as Genesys Engage, Amazon Connect, Cisco Webex CC, RingCentral, Nice CXone, Talkdesk, Vonage, and Avaya.
Demonstrate hands-on knowledge of voice protocols (TCP/IP, SIP, RTP, SRTP, WebRTC), CTI, IVR, SBC, dialers, VOIP, DID, and carrier integrations.
Utilize tools like Wireshark for traffic analysis and troubleshooting of SIP/VoIP-related issues.
Support integrations with UCaaS, CPaaS platforms, and tools like MS Teams.

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